Operations Manager with English & German

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Employer: GABTEO CONSULT
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Marketing
  • Job type: full-time
    Job level: Manager
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 25.03.2019
    Short company description

    O companie formata dintr-o echipa tanara si dinamica, ce ofera servicii de consultanta si recrutare de personal.

    Requirements

    • At least B2 on English and at least B2 on German;
    • Minimum 1 year experience in the BPO industry, in a similar position;
    • Excellent management skills – for a team of 40 employees;
    • Communication and Coaching skills;
    • Customer Orientation;
    • Presentation skills;
    • Drive for excellence.

    Responsibilities

    1. Driving Operational Excellence
    • Responsible for delivering to agreed service levels and define key performance indicators/project milestones;
    • Ensure VOC (Voice of Customer) scores are met or exceeded once the process moves to production; •
    • Ensures strategy, structure, staffing, skills, style and processes are synergistic with the vertical’s objectives;
    • Based on business viability provide input to business regarding SLA’s
    • Implement Company policies and goals/KPY’s and the long-term business planning and forecasting;
    • Ensure high asset utilization and productivity.

    2. Quality Assurance
    • Initiates and ensure installation and functioning of the process quality control system;
    • Identifies and promotes opportunities for improvements – based on trend analysis and risk assessment;
    • Drives continuous improvement by leading, stimulating and monitoring of necessary resource allocation and project completion;
    • Ensures compliance with company policies and commitments;
    • Tracks and maintains responsibility for all quality ratings, with regular meetings with Quality leader, for the vertical.

    3. Transition and Projects
    • Adherence to transition rigor and timelines;
    • Minimize customer risk during transitions;
    • Maintain project time- sheet / plans;
    • Co-ordinate own responsibilities with those of other team members, so that no project is delayed.


    4. Leadership Excellence
    • Hiring and Manpower planning;
    • Conduct interviews and maintain healthy pipeline for attrition and effective backfill;
    • Accountable for the integrity of key human resource processes including career development, salary review, resourcing approach and performance management;
    • Design and adhere to the Employee Appraisals Process;
    • Conduct one on ones on monthly basis and half yearly and yearly appraisals;
    • Coach direct reports on performance improvement and career development and set performance goals;
    • Ensure that credit is given to others who contribute to team wellbeing;
    • Seek customer appreciation of the team and convey it to the employees;
    • Internally review team’s potential and capabilities;
    • Resolve Executives’ conflict with sensitivity, tact and fairness;
    • Ensuring Training Modules and Training Plans are in place for all processes.

    5. Financial
    • Preparation of Budgets: Transition, Staff Welfare, and other Operational Budgets;
    • Monthly Financial Review of Budget Vs Actual.

    Other info

    Benefits:

    • A great office, a friendly atmosphere in a multi-cultural environment. Teambuilding and Christmas party;
    • Wide range of development and training options (including soft skills and language courses);
    • Bonuses for your results;
    • Employee referral bonuses;
    • Medical coverage for you and a dear one;
    • Meal-tickets, free coffee, pastries and fruits, to keep you energized;
    • Bookster and Benefits Online for you to enjoy your hobbies.